A Hotelier’s Guide to Recruiting, Hiring and Retaining Employees

Hotel Staff

Your employees are the backbone of your business. That’s true in many industries, but the hospitality industry in particular. They’re the ones that facilitate bookings, welcome guests to your property, ensure their stays are comfortable, and make their time at your hotel a memorable one. So it’s imperative you find (and hold on to) quality staff members.

Here’s a quick guide to help you find the right people, bring them on board, and make sure they stay:

Recruiting

Marketing >> Recruiting talent is a lot like making bookings. You need to get your brand out there and seen by the people you’re hoping to connect with.  And much like marketing collateral, it needs to stand out. Job descriptions should be specific and comprehensive (so you get relevant applications tailored to the posted position) and have a little flair (to give applicants a taste of your company culture). In addition to listing on places like LinkedIn and other job boards, be sure to post on social media platforms as well—if you’re working hard to curate exciting social media feeds, they’ll serve as an excellent space for recruiting new talent.

Referral programs >> Nobody knows your property like your employees. They’re experts at understanding if someone would be a good fit for your business. Consider implementing a referral program that rewards employees for bringing in new hires. They’ll have already done the vetting for you and likely ensured the candidate understands the details of the job. Referred hires eliminate a lot of guesswork for both parties.

Applications >> Millennials make up a vast majority of new hires today. And their expectations are different than other generations. If you want them to apply, it needs to be possible to complete the application process entirely from a mobile device.

Hiring

What to look for >> Traditionally, hiring practices placed a significant emphasis on experience. While experience can be valuable, it’s not necessarily the most important thing—especially in the hospitality industry. Providing excellent customer service is all about personality and competency. Look for people who are personable, confident decision-makers, team-players,and display a growth mindset. You can teach the details of the job. You can’t teach attitude.

Interviewing >> To better identify the characteristics you’re looking for in an employee, consider alternative interviewing styles. A formal Q&A sit-down isn’t the best way to see how someone handles situations or interacts with other people. Instead, you might use assessment activities (individually or in a group-interview setting) to see their communication and problem-solving skills in action.

Retaining

Employee turnover is a big problem in the hospitality industry. American hotels see, on average, a 73% turnover rate each year. That’s a big deal. Not only is it costly and time-consuming to continually hire and onboard new staff, but guest satisfaction is also likely to suffer when your property is understaffed and regularly training new people. So it’s essential you make employee retention a priority.

Professional development >> Employees are more likely to show loyalty to a company they feel they have a future with. Show them you’re invested in their professional development by discussing their goals within the company and mapping out what they need to learn and do to get there. Provide opportunities for staff to undergo ongoing training (both internally and externally), so they don’t get complacent. If an employee feels they don’t have room for growth, they’ll likely see employment at your property as a short-term situation.

Employee benefits >> Happy employees are loyal employees. So, make sure you’re treating them well and showing you care. In addition to things like vacation days and benefits packages, you can offer discounted meals at your restaurant, flexibility in scheduling, and other perks that align with your company culture.

Team culture >> It’s important to make your staff feel like an essential part of the business. Foster a team culture at your property by sharing and creating company goals. Ask for input and then act on it. When staff members feel a sense of ownership at work, they’re more likely to remain loyal to the business and go above and beyond in their roles.

A hotel can’t be successful without hardworking and committed employees. Make sure you’re doing everything you can to recruit,hire, and retain the talent you need to be the best lodging operation you can be.

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